Job Description

Summary:

The Manager Operations oversees the day-to-day operation of an assigned program(s), and acts as the central point of accountability, to the client. The Manager serves as the point person for decisions, resolutions and maintenance of program operation, and manages a team of Team Leads and Logistic Service Representatives. He/She will interact with clients and internal groups to create and refine goals objectives, expectations, and procedures, as needed. Additionally, to oversee quality assurance efforts, and monitors daily call center metrics.

Responsibilities: 

• Assist in tracking and controlling the key performance standards. Provides feedback to agents through monthly meetings to effectively improve their knowledge, skills, attitudes and overall presentation. 

• Track and monitors the agents’ work, namely the fulfillment of company and client requirements, in order to maximize the achievement of daily goals. 

• Drive performance and culture through positive example and targeted actions. 

• Maintain and enhance program operations by monitoring the performance of designated teams. 

• Prepare performance reports by collecting, analysing and summarizing data and trends. 

• Provide analysis and improvement plans based on data and reports. 

• Identify and solves problems through analysing the main causes, prepare and fill up action plans, and mitigating business risks 

• Manage systems and improves processes together with a team leads in agreement with senior management. 

• Investigate new opportunities and alternative methods to increase team performance. 

• Interact with managers at different levels in the organization, presents findings to stakeholders (vendors) and senior management. 

Job Requirements